Provide frontline technical and operational support to customers and internal teams
Answer and document hotline calls from customers, Product Support, and field staff
Follow defined troubleshooting scripts and established escalation paths
Escalate complex or unresolved issues to senior Product Support Engineers or appropriate internal teams
Provide assistance with device operation questions and basic maintenance guidance
Perform basic service activities such as troubleshooting and coordinating part replacement
Support parts and tool tracking, including basic part ordering and returns under guidance
Use required business systems (including Oracle and Salesforce) for case documentation and part management
Participate in scheduled Level I hotline coverage during normal business hours
Provide after-hours hotline support on a rotational basis
Participate in required clinical and product training to build foundational product knowledge (travel required)
Participate in on-site installations, preventive maintenance, or repair activities while shadowing senior engineers or field staff
Support cross-functional projects and operational initiatives as assigned
Maintain service documentation and follow expense management guidelines when applicable
Support customer satisfaction metrics through professional communication and timely issue resolution
Adhere to all applicable regulatory requirements and internal quality standards

Requirements

1–2 years of technical, customer support, or field service experience
Experience working in a technical or operational customer support environment
Associate’s degree required (Technical, Engineering, or related field preferred)
Education equivalency: every 2 years of relevant technical experience may substitute for 1 year of college education toward the associate’s degree requirement
Willingness to travel for training and field shadowing when required
Ability to work after hours as part of an on-call rotation
Strong attention to documentation accuracy and regulatory compliance
Professional customer communication skills

Benefits

401(k) with up to a 6% employer match and no vesting period
Employee stock purchase plan
Flexible time off for salaried employees
Accrual of three to five weeks’ vacation annually (based on tenure)
Accrual of up to 64 hours (annually) of paid sick time
Paid and/or floating holidays
Parental leave
Short- and long-term disability insurance
Tuition reimbursement
Health and welfare benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingdevice operationbasic maintenanceservice activitiespart replacementcase documentationpart managementpreventive maintenancerepair activitiescustomer support

Soft Skills

professional communicationattention to documentation accuracyregulatory compliancecustomer satisfactionproblem resolutionteam collaborationoperational initiative supportadaptabilitytime managementwillingness to travel

Certifications

Associate’s degree